Senior Information Technology Service Management Con...

ITSM process manager

Language: Very good ENG, NL is a plus

Location: Hybrid - 2 days at Office in Belgium

Mission: We are seeking a highly skilled and motivated ITSM Process Manager/Specialist to join the team. The successful candidate will be responsible for the end-to-end management of IT Service Management (ITSM) processes, ensuring they are up-to-date, efficient, and aligned with industry best practices. This role involves process optimisation, adherence monitoring, and continuous improvement to maintain high standards of service delivery.

Responsibilities:

• Process Management: Design, maintain and update ITSM processes to reflect changes in the environment, such as new role introductions, process optimisations and tooling solutions.

• Adherence Monitoring: Ensure compliance with process flows and KPIs by all process actors and follow up on adherence.

• Process Improvement: Continuously improve processes to align with ITIL, SIAM, and audit results

• Implementation: Onboard teams of process actors, provide training and explanations, ensure smooth implementation of processes withing the teams

• Governance: Identify, lead improvement and run governance on process improvements with key stakeholders, and ensure alignment with other org unities.

Skills and Qualifications:

Hard Skills:

• Strong background in engineering with a strong understanding of system thinking and design and the ability to model reliable, sustainable, and robust processes.

• Strong analytical skills, with brilliant logic and the ability to visualise solutions and create visual blueprints of processes.

• Process Modelling: Expertise in ITSM process modelling.

• Project management: Experience with making things done and coordinating stakeholders

• Solid experience in IT

• Solid knowledge of ITIL & SIAM are essential, with certification being an advantage.

• Strong presentation skills: Ability to create executive summaries and explain complex solutions concisely and with ease, tailored to audiences with diverse backgrounds.